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Sense got lost in lake while sailing

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‎06-25-2021 19:18 - last edited on ‎06-28-2021 14:31 by Fitbit Moderator

‎06-25-2021 19:18 - last edited on ‎06-28-2021 14:31 by Fitbit Moderator

My son was on a Laser Pico sailboat Tuesday. The boat capsized, as dinghies do, and when he righted... only the fresh imprint of the holes of the Sense sport watch band remained on his wrist. It's distressing to think his nearly brand new, prized possession, fully charged Sense will be pinging away, 18 feet down, at the bottom of the lake for the next week until the battery dies. It's s just gone.. We have no way to retrieve it from a murky lake. HOW can a band for such an important and treasured device be so flimsy? He's devastated and I'm bummed.  What could we have done better? The closure just isn't secure.. It makes me sick just thinking about it. 

 

Moderator Edit: Clarified subject and updated label

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‎06-28-2021 14:38 - last edited on ‎06-17-2024 07:32 by Fitbit Moderator

‎06-28-2021 14:38 - last edited on ‎06-17-2024 07:32 by Fitbit Moderator

Hi @KathyinOK. Welcome to the Community Forums.

Thanks for bringing this to our attention, I understand where you're coming from, I'm sorry you and your son went through this situation. Our team is always working on our products based on the feedback shared in the forums, I'm sure your comments won't go unnoticed as we they'll help us to improve the overall Fitbit experience. Given this situation, I'd suggest getting in touch with our Support team so they can evaluate your options and see what can be done for you. Please click here to get connected with them.

See you around.

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‎06-29-2021 01:49

‎06-29-2021 01:49

Hi Lizzy

This happens more often than not to be honest, sadly it is our responsibility that the strap is secure Fitbit straps never hold tight enough for some reason I never use the straps that come with the Fitbit from new. The chances of you getting it replaced free of charge is very very slim, house insurance cover some things but probably not worth it.

 

Thanks

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‎07-01-2021 18:58 - last edited on ‎06-17-2024 07:32 by Fitbit Moderator

In response to SunsetRunner

‎07-01-2021 18:58 - last edited on ‎06-17-2024 07:32 by Fitbit Moderator

Hi @SunsetRunner. Thanks for participating in this thread.

Thanks for taking the time to share your feedback about our Fitbit products. I understand where you're coming from about this situation and I'm sorry if you've gone through this experience before. Our team strives to improve our products and services, and the feedback we received from our members helps us to evaluate our procedures and make sure we're delivering a product that fits your needs. Please know your comments won't be the exception. If by any chance you're having a similar situation, please get in touch with our Support team so they can create a case on your behalf and help you out.

See you around.

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